Maria Argeliza Sarigumba
Summary
Personable Executive Associate offering 15 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
8
8
years of professional experience
Work History
Technical Support Representative – Level II (Answer Desk)
Convergys (now Concentrix)
01.2008 - 01.2016
- Technical Support for Microsoft Windows OS and Microsoft Office (Yrs.2013 – 20016)
- Handles technical support for Microsoft Operating Systems like Windows XP, Windows Vista, Windows 8, and Windows 8.1 and supports Windows installation, software installation issues, driver installation, analyzing boot errors, and troubleshooting BSOD issues (blue screen)
- Performs basic and advanced troubleshooting for IE browser
- Assists with online platforms like OneDrive, Hotmail, and Outlook
- Offer technical support assistance with Microsoft Office Software suites like Office 2007, Office 2010, Office 2013, and Office 365
- Also performs installation, activation, email setup, troubleshooting, and basic tutorial with Office Product and answers FAQ's
- Performs PC tune-up service, performs Virus removal from computers, and sets up Virus Protection service
- Upsell and process payments for products and services like Laptops, Antivirus Programs, latest Windows Operating System, Office Suite Programs, Premium Service Support (PSS) Subscriptions, and renewal of licenses
- Technical Support for Internet Service Provider (Yrs.2008-20113)
- Troubleshoots Internet connectivity problems with wire & wireless Internet connection
- Assist with setting up basic home network setup (modem, router, and computer)
- Provides basic troubleshooting with Internet Explorer, Chrome, Firefox and other browsers
- Handles installation, troubleshooting, and configuring email software applications like Outlook 2007/2010, Outlook Express, Thunderbird, and Mac Mail
- Performs modem signal reset and sets up Field Technician appointments for clients.
Senior Customer Service Associate (Annuities Department)
EXL Service Philippines, Inc.
02.2016
- Triple-skilled rep in CLIENT, Investment Professional, and Escalation calls queue
- Assist clients, authorized individuals, Back-office representative, Financial Advisors, FP assistants, and their Managers with Annuity contract information like Contract Values, benefits, fees, surrender schedules, and products
- Provide Clients and Financial Professionals with withdrawal options for their Annuity contracts and discuss impact against Living-Benefit contracts
- Send copies of Statements, Contracts, transaction letters, confirmation letters, withdrawal forms, Tax forms, and other documents
- Provide updates and good-order requirements on any pending request
- Sends case tickets for contract review, policy research, value letters, and exception cases
- Assist Financial professionals, Assistants, Managers, and back-office reps with Licensing and Appointment inquiries, commissions, and commission statements
- Aids with online login registration, online walkthrough, and basic troubleshooting
- Follow-through resolution of cases handled by thorough follow-up and review of client's cases.
Education
Bachelor of Science in Business Administration Major in Operations Management -
Cebu Institute of Technology University (CITU)
Cebu City, Cebu03.2019
Vocational Course, NCII – House Keeping -
University of Cebu – Main Campus
Cebu City, Cebu07.2016
Finishing Course for CALL CENTER AGENTS NC II, TESDA Accredited -
Metro Dumaguete College (MDC)
Dumaguete City, Negros OrientalBachelor of Science in Nursing -
Negros Oriental State University (NORSU)
Dumaguete City, Negros Oriental03.2007
Skills
- Status Updates
- Customer Service
- Troubleshooting
- Documentation Review
- Database Research
- Escalation Management
- Customer Support
- Complaint Resolution
Professional Qualifications And Skills
- Proficient user of Microsoft Office applications (Word, Excel, PowerPoint, and Outlook) and quick to learn other computer software applications and utilities
- Flexible and very much willing to learn new skills & experience
- Can handle and enjoy multi-tasking work effectively and with minimum supervision
- Computer-literate with fast typing skills
- Dedicated to work, highly trainable, adaptable, and a team-player
- Highly organized and detail-oriented
Timeline
Senior Customer Service Associate (Annuities Department)
EXL Service Philippines, Inc.
02.2016
Technical Support Representative – Level II (Answer Desk)
Convergys (now Concentrix)
01.2008 - 01.2016
Bachelor of Science in Business Administration Major in Operations Management -
Cebu Institute of Technology University (CITU)
Vocational Course, NCII – House Keeping -
University of Cebu – Main Campus
Finishing Course for CALL CENTER AGENTS NC II, TESDA Accredited -
Metro Dumaguete College (MDC)
Bachelor of Science in Nursing -
Negros Oriental State University (NORSU)
Similar Profiles
Charlito "Charlie" C. CrujidoCharlito "Charlie" C. Crujido
Operations Manager OIC at Convergys Philippines/ Concentrix GroupOperations Manager OIC at Convergys Philippines/ Concentrix Group
Crystal O'NealCrystal O'Neal
Quality Assurance Analyst at Concentrix/ ConvergysQuality Assurance Analyst at Concentrix/ Convergys
YOGESH BHANDARIYOGESH BHANDARI
Sr. Technical Support Engineer – Network/Systems Engineer at CONCENTRIX INDIA SERVICES PVT. LTD. ( Formerly CONVERGYS )Sr. Technical Support Engineer – Network/Systems Engineer at CONCENTRIX INDIA SERVICES PVT. LTD. ( Formerly CONVERGYS )